Information Technology Technician - Department of Public Works (Extra Help)

• Has thorough knowledge of computer software and hardware and a variety of internet applications, networks, and operating systems.
• Has great troubleshooting skills, attention to detail, and have the ability and interest to quickly master new technology.
• Is creative, patient and has strong attention to detail.
• Has the ability and interest to quickly master new computer applications.
• Is a problem solver with strong interpersonal, verbal, and written communication skills to effectively communicate with diverse groups.
• Can understand and consistently follow policies and procedures and be able to work effectively without close supervision.
• Is able to maintain confidentiality with sensitive customer and internal information.
• Has the ability to work well and independently in a multi-disciplinary, fast paced environment.

• Deploy, setup, and maintain inventory of technology devices such as laptops, workstations, servers and peripheral equipment; prepare decommissioned equipment for surplus pickup and/or storage; order equipment and supplies as required.
• Manage technology procurement; Purchase software licenses, technology equipment and supplies as needed.
• Write user operating instructions for departmental applications and equipment; present training, documentation and other materials to user groups and individuals.
• Participate in departmental systems planning activities.
• Perform related duties as assigned.

• Serve as technical resource and primary point of contact for departmental system users; provide desktop and end-user support by remote session, telephone, email or in person, including visits to remote sites.
• Troubleshoot and assist users in solving operational hardware and software application problems; evaluate problem severity and resolve or escalate to appropriate personnel or vendor for resolution.
• Support the department's use of audio-visual equipment including laptops, televisions, and projectors; set up and provide technical support to presentations.

• Install, configure, maintain, troubleshoot and upgrade department computers and peripheral equipment.
• Install shrink-wrapped software on user workstations and provide instructions and training in their use.
• Install and replace internal computer components such as memory, hard drives, sound devices, optical drives, and communications cards.
• Maintains and establishes user profiles for PC deployment.
• Perform routine system administration functions according to desktop security policies, which include monitoring and adding applications, users and devices, modifying user profiles, monitoring and deploying security patches, re-setting passwords and performing file maintenance.

• Education: Possession of a high school diploma and technical certification from an accredited college in a specified area with coursework in computer science, information systems, or a closely related field.
• Experience: One year of full-time experience performing information systems equipment installation, system support, and/or user support duties.

• Methods and techniques used in troubleshooting computer hardware and software problems.
• Operational characteristics of various hardware platforms, peripheral equipment and desktop applications including electronic mail systems, spreadsheets, word processing database, presentation graphics, client server applications, communication protocols and intranet/internet.
• Job planning and prioritizing techniques.

• Computer networks and systems, their operation, support, development and migration.
• Computer hardware and software products in use on the department and across the industry.

• Install and support hardware and software used by the department (e.g., MS Windows, Microsoft O365, Outlook, Active Directory)
• Analyze operational and systems problems, evaluate alternatives and reach sound conclusions.
• Provide technical support to multiple users of broad-based applications.
• Respond effectively to user problems and needs.
• Use initiative and sound independent judgment within established procedural guidelines to support automation systems.
• Prepare clear, concise, and accurate documentation, instructions correspondence and other written materials.
• Develop and present comprehensive training material for the appropriate area.
• Maintain accurate records and files.
• Organize work, set priorities, and meet critical deadlines.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Communicate effectively, orally and in writing, with both technical and non-technical personnel.
• Analyze user requirements and recommend appropriate data automation products.

• Stoops, kneels, crouches, crawls, walks, sits, and reaches by extending hands and arms in any direction on a consistent and daily basis.
• Communicates verbally by listening and talking on a consistent and daily basis.
• Uses finger dexterity to pick, pinch, and type; grasps objects with fingers and palms; and perceives attributes of objects by touch on a consistent and daily basis.
• Occasionally uses upper extremities to exert force to push and pull objects weighing up to 50 pounds or more; lifts and carry items weighing up to 50 pounds on a frequent basis.

• Cover letter with responses to Supplemental Questions (maximum of 2 pages)
• Resume

• Give one example that best demonstrates your ability to troubleshoot a technical/computer-related issue. Include the problem, its causes, the challenges you encountered, the potential solutions, your course of action, the outcome, and the duration from problem to closure. Be specific.

San Mateo County